Service Delivery Manager
Soffit Infrastructure Services (P) Ltd
Description
Job brief
The SDM – SOC & NOC has the responsibility of the service delivery for the services to the clients.
SDM must define, document, implement and monitor the Service request, Incident & change management process for Security Operations.
SDM must work closely with the SOC operations team and oversee the delivery of services from SOC & NOC.
The Service Delivery Manager should lead and direct multiple projects and contracts with minimum supervision.
Service Delivery Manager must manage SOC and NOC team which works 24/7 and should be flexible enough to handle team and clients according to their time zone.
He/she shall report to the Service Delivery Head.
Requirements
Must-haves:
6+ years of experience in a customer-facing service delivery leadership role. Well-versed with IT Service management systems and practices.
Practical experience in project management in IT Field/ Services
Experience interfacing with both clients and partners
Very good communication skills (concise writing and orally convincing).
Very good interpersonal relation skills at all levels of the organization.
Ability to work in a complex international environment
Eager to learn and continuously develop personal and technical capabilities.
Good to have:
Experience in security incident detection and management
Good to have industry certifications on any PMP, SIEM Platform, CEH, CISA, CompTIA Security+ & Others.
Main Responsibilities
Led 24×7 delivery team of SOC & NOCManage day-to-day operations of NOC and SOC.
Manage all client and partner communication.
Conduct Business Review Sessions with clients & review all major events and tickets which occurred during the reporting period.
Ensure the delivered services are fit for purpose, carrying out relevant reviews/propose modifications, as necessary.
Monitor the performance of the delivery team, ensure SLAs are met.
Define and implement improvement plans to meet KPI.
Coordinate the work provided and service delivered by the SOC & NOC team.
Contribute in defining and implementing the evolution of Security Operations: products lifecycle, the transition from short-term setup to longer-term set up with the current partners, integration with SIEM, technology roadmap.
Prepare SOC & NOC management report.
Develop a statement of work, contract, and manage renewals.
Identify goals and project delivery clearly.
Define all activities necessary to acquire project goals and objectives.
Assign and coordinate project resources
Create/maintain a detailed project plan (work breakdown structure)
Identify prime risks and limitations within the project plan.
Ensure to capture, prioritize, and solve project problems in an organized manner.
Proactive communication with sponsors, stakeholders, and team members
Management of the scope change approval process
Facilitate project closure and lessons learned
Skills:
Similar experience service delivery leadership role
Exceptional organizing and time-management skills
Very good communication abilities
Awareness on ELK, Wazuh, Splunk, ArcSight SIEM platforms
Reporting
Qualification:
6+ years of experience in roles.
Certification on SIEM platforms, CEH & CompTIA Security+, N+, A+ Certification, ITIL, PMP (Optional)